The chapter in which Doctor Web removes the DLL of the Samsung Magician service, declaring it a trojan, and to leave a request with technical support, you need not only to register on the portal but also to provide a serial number. Which, of course, does not exist because DrWeb sends a key during registration, and the serial number is generated during the registration process based on the key — and is stored NOWHERE. Additionally, you must enter TWO custom captchas: during login and when submitting a request to technical support.
The situation is like a fairy tale: there is an island in the sea in the ocean, on that island stands an oak tree, buried under the oak is a chest, in the chest is a hare, in the hare is a duck, in the duck is an egg, in the egg is a needle, and in the needle is Koshchei's death. I know that hiding a way to contact technical support like this is a trend. But not to that extent.
I will explain how to fix this.
I am a researcher, and when solving UX tasks, I usually give users assignments to perform scenarios in applications. But life is much richer and throws unexpected scenarios at the researchers themselves.
I have been using the DrWeb antivirus for quite a long time, since the early 2000s, and have repeatedly encountered false positives. DrWeb has already deleted FastStone Image Viewer for me, mistaking batch processing of images for the work of a 'ransomware'. And even earlier, DrWeb deleted Steam.exe for me. In general, this has never happened before, and here it is again.
The antivirus requested a reboot. Nothing foreshadowed this. I rebooted and saw a message that DrWeb had detected and removed the following malicious objects: bcom.dll from the Samsung Magician directory, in Program Files. The cause was a Trojan.MonsterInstall.8 threat.
What I did next is reflected on this user experience map:
Several screenshots to give you an idea of the scale of the problem:
To use 'Support', you need to know that it is provided through the DrWEB website. I remember it took me a lot of effort to find this out last time. What should a user do who has no such experience?
In essence, all these restrictions on contacting technical support are aimed at minimizing requests. Do you see how many actions you, as a user, need to take to solve the problem?
Mobile operators handle this in the same way, implementing an Interactive Voice Response (IVR) system when customers contact support. This reduces the load on the contact center, as many subscribers do not wait for a response or struggle with the voice menu and resolve their issues through other means, such as the website.
However, for DrWEB, this is the ONLY support channel. I cannot resolve my false positive issue through other channels.
What could be improved?
I understand that enhancing the user experience in technical support can be costly. However, at the very least, CAPTCHAs could be removed, automating the submission of reports and files for analysis, and seamless authentication on the portal from the app could be implemented. Assisting users in difficult situations impacts loyalty.
Source: habr.com
